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Research shows slow company response to customer e-mails.


A survey by Juniper Research shows that companies often respond slowly to customer complaints or questions sent by e-mail.

The research showed that only a third of companies send out an automatic response to customers acknowledging receipt of their e-mail.

The majority of companies did send some reply, with 52% responding within 24 hours and 32% taking three days and longer to respond.

A spokesperson for Juniper Research said that customers are being forced to use other methods of communication and are concerned by the slow response time.

Previous research has shown that customers who spend over USD500 online during a six month period (the high spenders) expect a fast response to an e-mail communication, with 59% expecting a reply within 24 hours.

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Title Annotation:survey by Juniper Research
Publication:Internet Business News
Article Type:Brief Article
Geographic Code:1USA
Date:Aug 30, 2002
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